Senior Technical Service Advisor

Hewlett Packard Enterprise Development LP; India; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Hewlett Packard Enterprise Development LP is seeking a Senior Technical Service Advisor to act as a customer advocate for post-sales service, primarily onsite at customer or partner offices in India. You will align with accounts teams on service delivery, resolve cases per SLAs, and coordinate with Juniper technical support to drive rapid issue resolution.

The role emphasizes proactive risk management, ITIL-based reporting, and collaboration with internal and external teams to ensure high

Qualifications

• Experience as a customer-facing service professional.
• Ability to manage post-sales service and SLAs.
• Familiarity with ITIL processes and service delivery.

Responsibilities

• Be the customer advocate for post-sales service within Juniper.
• Coordinate with accounts teams on services sales and delivery.
• Support cases per SLAs and escalate critical issues among Juniper teams.
• Proactively escalate and assemble experts to resolve major issues.
• Serve as the interlock between Customer and Juniper services (PS, Advanced, Education).
• Engage on major projects for service requirements, risk management, and expectations.
• Conduct periodic reviews of service delivery metrics and quality.
• Establish customer-specific operational status and reporting (ITIL preferred).
• Use technical knowledge to review open software defects and risks.
• Advise customers on proactive consulting services (health checks, upgrades, config reviews).
• Partner with customers on health checks and design reviews for improvements.
• Review change plans and assist in planning feature deployments.
• Collaborate with internal teams to resolve software risks and quality issues.
• Engage with Juniper engineering to address product quality concerns.

Skills

Customer advocacy

SLA management

ITIL

Technical support

Network knowledge

Job description

Senior Technical Service Advisor

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

The Advanced Services team provides exceptional outcomes and remarkable customer experience through "forward-looking" technical services to optimize network reliability and performance for designated customers. We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers in evaluating networks for performance, scalability, and security and provide recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new software and hardware features in the customer's network.

What you’ll do:

• This role requires you to be a customer advocate within Juniper and be a single point of contact for the customer for all post‑sales service needs
• Stay in alignment with the customer and accounts team concerning the services sales and delivery.
• Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.
• Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.
• Act as an interlock between Customer and Juniper Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer.
• Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers.
• Conduct Periodic reviews with the customer on Juniper service delivery metrics, SLA, and quality.
• Establish a customer‑specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports.
• Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans.
• Assist the customer in making use of proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…)
• Partners with Customers in conducting periodic Juniper product health checks and Configuration/Design reviews to identify potential improvement areas. Based on the evaluation make a relevant recommendation to optimize operational performance concerning design/topology/configuration.
• Reviews and evaluates network change plans and assists in the planning of new feature implementation and product deployment.
• Allies with internal teams to resolve identified risks in software.
• Engages with Juniper engineering teams to improve potential quality issues with products.